The Netherlands Authority for Consumers and Markets (ACM) has initiated an investigation into telecom operators regarding potential barriers to cancellation of subscriptions for phone, internet, or TV services. This action follows numerous consumer complaints about difficulties faced when attempting to cancel their subscriptions.

According to existing laws, consumers must be able to cancel their subscriptions using the same method they used to sign up. For instance, if a subscription was taken out online, the cancellation must also be possible online. However, many consumers report being forced to cancel via phone, which is against the regulations.

Edwin van Houten, Director of ACM’s Consumer Department, emphasized the importance of consumer choice, stating that operators should not complicate the cancellation process. He reiterated that if a subscription can be initiated online, the cancellation process should mirror that ease.

Telecom companies are required to provide clear information about cancellation procedures both before and during the subscription agreement. This includes ensuring that cancellation information is easily accessible on their websites and not obscured or complicated by unnecessary clicks.

Consumers are advised to be cautious when searching for cancellation information online, as they may inadvertently find commercial cancellation service providers that charge fees. Instead, they should contact their telecom operators directly to cancel subscriptions for free.